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ServiceNow Technical Director
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Job Title: ServiceNow Technical Lead
The ServiceNow Team Lead will oversee a team of skilled professionals, managing incoming work, assigning tasks, and serving as the primary point of contact for customers to ensure their needs are met.
This role requires a blend of technical expertise, leadership skills, and customer-facing communication to deliver high-quality solutions on the ServiceNow platform.
Key Responsibilities:
- Work Management: Prioritize, organize, and manage incoming ServiceNow-related tasks, including incident resolution, service requests, and platform enhancements, ensuring timely delivery.
- Task Assignment: Allocate tasks to team members based on skillsets, workload, and project requirements to optimize team performance and meet deadlines.
- Customer Engagement: Act as the primary liaison with customers, gathering and clarifying requirements, providing updates on project progress, and ensuring customer satisfaction.
- Team Leadership: Mentor and guide team members, fostering a collaborative environment, providing technical guidance, and supporting professional development.
- ServiceNow Expertise: Oversee the design, development, and implementation of ServiceNow solutions, ensuring alignment with best practices and business objectives.
- Process Improvement: Identify opportunities to optimize workflows, automate processes, and enhance ServiceNow platform functionality.
- Reporting and Metrics: Track team performance, monitor KPIs, and provide regular reports to stakeholders on project status, team productivity, and service delivery.
- Issue Resolution: Escalate and resolve complex technical or customer issues, ensuring minimal disruption to service delivery.
- Collaboration: Work closely with cross-functional teams, including IT, project management, and business units, to align ServiceNow solutions with organizational goals.
Qualifications:
Education: Bachelor's degree in computer science, Information Technology, or a related field (or equivalent experience).
- Experience:
- 5+ years of experience working with the ServiceNow platform (ITSM, ITOM, HR, or other modules).
- 2+ years in a leadership or team lead role, managing technical teams.
- Proven experience in customer-facing roles, with strong communication skills.
- Certifications: ServiceNow Certified System Administrator (required); additional certifications like Certified Implementation Specialist or Certified Application Developer (preferred).
- Technical Skills:
- Proficiency in ServiceNow configuration, customization, and administration (e.g., workflows, scripting, integrations).
- Familiarity with ITIL processes (e.g., Incident, Problem, Change Management).
- Knowledge of JavaScript, HTML, CSS, and REST/SOAP APIs.
- Soft Skills:
- Strong leadership and team management abilities.
- Excellent verbal and written communication skills for engaging with customers and stakeholders.
- Problem-solving mindset with the ability to prioritize and multitask in a fast-paced environment.
- Preferred: Experience with Agile/Scrum methodologies and project management tools (e.g., Jira, ServiceNow Agile Development).
